Shoretel Knowledge Base

I have just fininshed migration of the system running on Win 2003 32-Bit 12.2 Version to Win 2008 64-Bit 14.2 version

Shoretel lells you there is a direct upgrade path for such an upgrades, but it’s not true.

It will be giving you an SQL error that number of columns expected is 20 and it only finds 16. The SQL-Update.exe is needed to run. DB doesn’t restore properly and your entire Shoretel upgrade turn into mess.

1. Install 12.3 and restore the DB on WIN 2008 64-Bit first.

2. Wait till everything is merged together in the connectivity grid. The switches stay on the save firmware version and no restart is required.

3. Stop all services in GUI and do the backup of the Shoreline Data folder. Restart the services.

4. Beging the installation of the 14.2 with all services running. Once fininshed you will have 14.2 on 2008 64-Bit.

2 Phones get the VM from General Mail Box:
1. Create the Distribution List with extension #
2. Assign those phones to that distribution list
3. Go to the general mail box extension and choose that distribution list extension in the Escalation Profile.
To record the AA or any other prompt from your extension phone:
1. System Preferences
2. Choose use the extension # and put the extension number you want to record from.
Road map for Greenfield Shoretel installation:
1. Sites
2. Licenses
3. Set up IP’s
4. Switches
5. Trunks (Trunk groups, Individual Trunks)
6. Open ports on Switch that holds the phone registrations
7. Program Individual Users
8. Program different features.

To create the account code.
1. Create an account code (call handling)
2. Create a user group in users and choose your trunk and force the “account code collection”
3. Assign the user to your new User group.
System cannot dial out to the local areas.
1. Set up all your local area codes in trunk settings.
2. Check remove leading 1 for local area codes (option 2)

220 E1 Switch QSIG trunks and IP phones
1. E1 switch has default 75 phones built in capacity, if you enable all QSIG trunks on the Switch TAB you will still have 75 phones resources.
2. To move the phone you have to create the new range for the site
3. Go to IP Phones -> IP phone address Map -> NEW -> Create new site.
4. Now you may move the phones to a new site.
5. Individual IP phones -> Choose your site in Sites and choose the switch -> click MOVE

Time is OFF on the phones.
1. DHCP should have option 156
2. Router, Time Server, NTP Server,156 option from Shoretel
3. Microsoft Public Time Server (131.107.1.10)
4. HEX value for time OFF Set Eastern Standard time 0xffffb9b0
5. REGEDIT -> HK_LOCAL_MACHINE ->SYSTEM ->CURRENT CONTROL-> SERVICES ->SCROLL DOWN ->W32TIME ->config ->ANNOUS Flags ->open it -.set to 5
6. W32Times -> time providers ->NTP Client ->enable set to 1 ->NTP Server ->Enable Set to 1

More Than 3 Way Conferencing
1. Go to the User group
2. Choose the User Group your phones assigned to
3. COS telephony -> go to this class of Service
4. Max parties in make me conference -> choose the number you want
5. Go to the switches you have to assign the conference port to. (Each conference party takes the port) If you have 5 you must have 4 port + yourself

SWITCH is PINGable but system Connectivity shows it as unavailable:
Reset TMS. Simply go to the switch in the systme rename it SAVE and rename it back to what it was. TMS will reset and it should come back up.
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P->V migration
1. Create the SQL dump

cmd

c:\Program Files\Shoreline Communications\Shoreware Server\mySQL\mySQL Server 5.0\Examples\backupConfig.bat – this command with generate the SQL backup together with licenses and entire configuration.

Once we have a shorewareConfigDump.sql copied to c:\ on the new machine. Run
C:\Program Files\Shoreline Communications\ShoreWare Server\MySQL\MySQL Server 5.0\Examples\restoreConfig.bat
this will import the backed up .sql data into the running system
reboot and it will come up properly with the correct database information
2.Create the Virtual Machine and install Shoreware server on it.
3. Restore the DB.
4. Shut down the interface on the Cisco switch connected to the physical Server.
1. 5. Change registry: Check that your network cable is plugged (yep stupid as is was there done that)
2. Go to REGEDIT -> HKEY_LOCAL_MACHINE ->SOFTWARE ->SHORELINE TELEWORKS ->look at the right -> click on the HQ SERVER ADDRESS and change the IP Address type in your Server IP
3. Check QUICK LOOK for TAPI service.
5. Make sure the Prompts are in correct folders: go to C:\Shoreline Data\Vms\Vms\SHORETEL and see if AA extensions have the right recordings.
6. Request the new System license key.

Read below 0,365,365,1,’10.10.130.10′,’ArchiveCDR’ This line means that we do not use any COM Port for CDR output , Active CDR Data is days, Archived CDR data is stored for days, Archiving enabled . Archive will be sent to stored localy, Archive name < archivecdr >. This archive maybe found in C:\Shoreline Data\Database\ShoreTelCDR\Data\archivecdr on the production server 10.10.130.10.

The paragraph below, shows the shorewareConfigdump.sql we used to have before, during the backups.
– Dumping data for table `system`
tmscdrArchive file keeps info about the erased CDR
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Softphone with VPN
Hello Guys.
Here is a solution for our issue with Ammy and Aftab

Softphone Activation Conflicts
Issue: Softphone Conflicts when launching
Scenario: Whenever two users activate their Softphone, it kills the others Softphone.
Resolution: Change the registry settings to apply their physical NIC MAC Address to the Softphone. The Softphone may be using the VPN MAC Address which causes a conflict for the two users.
Procedure:
1. Close ShoreTel Call Manager Software
2. Goto Start>Run>cmd
3. In the command window: ipconfig /all
4. **Write down the Physical Address listed for their Ethernet Card(NIC)**
5. Go to Start>Run>regedit
6. Goto HKEY_LOCAL_MACHINE>SOFTWARE>EYEP MEDIA>MGCP
7. Edit ENDPOINT NAME
8. Edit the MAC that is inserted after EYEP_ by inserting the physical NIC MAC Address with out spaces or dashes. Example EYEP_456677668899
9. Restart ShoreTel Call Manager
10. Launch Softphone.
11. Verify that it comes up successfully.

How Can I Correct My Issue With Cisco VPN Not Allowing More Than One Softphone User Log In At A Time?
Issue: When a Softphone is launched across VPN only one instance of Softphone is allowed
Scenario: User A launches softphone and is on a conversation and User B then launches Softphone and User A is dropped off of Softphone completely
Resolution: If using a Cisco VPN, Cisco assigns only one MAC address to all Softphone users.

Enhanced Report doesn’t pool data from Archive you created. Shoretel Documentation is not accurate. You have to execute MakeArchiveCallView.bat in the following directory. Copy this .bat file into the proper directory first.

Calls go directly into Queue when caller dials into the work group bypassing the Call Agents.

Know issue in 12.2 must upgrade to 12.3 or higher. This is happening because System presents all agents in wrap up state even though no wrap up is configured in the dirctor. Another possible cause is Work Group Agents overload. There is a limitation of 300 Agents System Wide. Shoretel counts the Agent Entities but not the Licenses. Single Agent logged into 300 groups will count as 300 Agents. Audit your workgroups, optimize if possible. Restart Shoreware Workgroup Server on HQ after you clean everything up.

Maintanance info about the call can be easily retrived from the Communicator. Pick the call ->right click ->Properties->Support info. All bad calls can be tracked in TmsNCC logs located in C:\Shoreline Data\Logs Use Notepad++ for tracking.

Pick GUID and sort it out in TmsNCC. You will get something similar like on the picture below. It helps you to find the errors on the call or to identify whick party “dropped ” the call first by “HangUp” message.